I have just received a new E1 camera the network connection is stable. However in the Aqara app it cannot display the video and keeps giving network connection failed errors. When I connect it to HomeKit the video stream is working fine but again not working in the Aqara app. Any suggestions ?
@gallaghersmarthome Sorry to hear you’re having trouble with the Aqara E1 camera’s video feed in the app! Since it works smoothly in HomeKit but not the Aqara app, let’s try these targeted steps first:
- Check the camera’s indicator light—if it’s solid blue, that means it’s properly connected to the network.
- Restart your router and the camera, then see if the connection stabilizes.
- Verify if the issue occurs on your local network (try ensuring both your phone and camera are on the same Wi-Fi) and check if switching between 2.4G/5G networks helps (some routers may have compatibility nuances with 5G for cameras).
This information comes from community discussions and user experience summaries and may vary by environment. Please verify carefully.
If the problem persists, feel free to share more details (like your app version or router model), and we can dig deeper
Yes it’s solid blue and connected to a 2.4ghz network. I’ve restarted it multiple times and the same with the router. I’ve also attempted to connect it to the WiFi 6 network. I purchased it for this reason.
@gallaghersmarthome Thanks for sharing these details! It sounds like you’ve already gone through the key initial checks—solid blue light, restarting devices, and testing different networks—that’s really thorough troubleshooting.
Since the issue persists after these steps, you might want to reach out to the Aqara Home App Customer Service Team for more tailored help. You can contact them via (Home > Help & Feedback > Customer Service) or scan the QR code:
If you don’t have an Aqara Home account, please click here to create a ticket. They’ll be able to dig deeper into the specifics of your setup! Let us know how it goes—happy to help track this with you.
I have already logged a call but they seem to be just giving me the run around, im trying to connect it to a WiFi 6 connection but the app seems
To suggest that it can only connect to 2.4ghz.
I’ll just send them back for a full refund, If I don’t get a satisfactory answer over the weekend.
@gallaghersmarthome I’m sorry to hear you’re feeling frustrated with the support process—that’s definitely not the experience we want for you. Let me clarify the Wi-Fi specs for the Aqara Camera E1 to help with the confusion: The E1 does support Wi-Fi 6, but it’s specifically limited to the 2.4GHz band . It cannot connect to 5GHz networks, which is why the app mentions only 2.4GHz compatibility . So even when using a Wi-Fi 6 router, the camera will still operate on 2.4GHz.
If you’ve confirmed the camera is on a 2.4GHz Wi-Fi 6 network (and the indicator light remains solid blue), but the video feed still fails in the Aqara app, it might help to double-check if there are any router settings (like AP isolation, firewall rules, or QoS) that could be blocking the app’s connection to the camera.
If the issue persists, reaching out to the Aqara Home App Customer Service Team again with these details (Wi-Fi 6 2.4GHz setup, solid blue light, and troubleshooting steps taken) may help them provide more targeted support. Contact the Aqara Home App Customer Service Team (Home > Help & Feedback > Customer Service) or scan the QR code:
This will be more efficient. If you do not have an Aqara Home account, “Please click here” to create a ticket.
Hope this clarifies the Wi-Fi details and helps move things forward
The support team haven’t responded for a week. But thanks for confirming that the device isn’t actually compatible with WiFi 6. The advertisement on Amazon.co.uk is extremely misleading.
I’ll make arrangements to return it in the new year. I would strongly advise updating the advertising and removing the comments in relation to WiFi 6
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@gallaghersmarthome I’m really sorry to hear about the frustrating experience with the delayed support response and the misleading advertisement—no one should have to go through that when trying to set up a new device. Your feedback about the advertising is incredibly valuable, as it helps ensure other users get accurate info too.
Since you have suggestions for improving the product information, I’d encourage you to share these details with the Aqara Home App Customer Service Team. They’ll be able to forward your feedback to the relevant teams. You can reach them via (Home > Help & Feedback > Customer Service) or scan the QR code:
This will be more efficient. If you do not have an Aqara Home account, “Please click here” to create a ticket. I appreciate you taking the time to share this—constructive feedback like yours is key to making improvements.